SuiteCRM Customer Relationship Management System
Overview
SalesAgility is an ISO9001-accredited professional services consultancy engaged in transforming the business needs of our clients into robust and elegant SuiteCRM deployments.
SuiteCRM is an open source Customer Relationship Manager system. SuiteCRM uses SugarCRM Community Edition 6.5 as a core but extends it's functionality by providing additional features not found within the Community Edition of SugarCRM. SuiteCRM is published under an open source license (Affero GPL). There have been more than 100,000 downloads and the ecosystem community currently stands at more than 16,000 members.
SuiteCRM Software as a Service (SaaS) provides enterprise class software with all the benefits of open-source;
• Cost Effective – No software license costs
• You own the application – No vendor lock-in; It's your software and data – no
forced upgrades or changes.
• Community – Robust software with a community of thousands of developers and
rich ecosystem of extensions
• Bespoke System - System Administrators can create fields, labels, drop down
values, layouts, build custom modules and alter the theme's colour scheme without any code customisations.
• Workflow - Allows users to improve efficiency by automating business processes.
• Real-Time Reporting – Making management decision-making quicker and more
efficient.
• Central Repository – One place for all your customer data
• Browser based – Your data; any time, anywhere. Feature List
Features Modules Description Relationship and
Pipeline Management
Accounts Capture and manage customer organisation information.
Contacts Capture and manage customer individual information.
Leads Used to manage your sales leads or unqualified opportunities. Opportunities Used to manage your sales opportunities.
Calls Schedule and log your calls associated to your customers. Meetings Schedule and manage your meetings associated
Tasks Set actions for yourself or other users.
Emails Archive or send emails from your CRM instance. Calendar Allows users to view, schedule and manage
activities such as calls, meetings, and tasks. Notes Add notes and attachments against other modules in the CRM system.
Documents Store documents and associate them to customerand sales modules.
Mobile Read only mobile access for any CRM module.
Service Management
Cases Track and manage issues reported by your users and customers.
Portal Allows your customers to create and track cases from a Joomla interface.
Marketing
Targets Capture and manage targets to market to.
Campaigns Allows users to send out mass email campaigns and report on the results.
Email TemplatesSet up email templates to be merged with CRM data. Events Track and manage events and delegate attendance.
Locations Create locations for your events.
Sales
Products Capture the products you offer and their associated information. Product
Categories Categorise your products for reporting. Quotes
Create quotations using product and service lines then generate PDF documents to distribute to your customers.
Invoices Convert your quotations to invoice and generate PDF documents to distribute to your customers. Contracts Capture and manage contract information.
Workflow
Automation Workflow
Automate core business processes by defining conditions to trigger the creation/modification of records or sending emails internally or externally.
Reporting Generation
Reporter Generate real-time reports on your CRM data.
Home Design personal dashboards to obtain key
information quickly.
Project Management
Projects Capture and manage your organisations projects. Project Tasks Create, assign and track project tasks against a project.
change labels, alter the user navigation, rename modules and alter module layouts from within the system requiring no technical knowledge.
Module Builder Create new custom modules and add them to the CRM. Moduler Loader Upload extensions and connectors for additional functionality. Theme Settings The CSS can be configured to change the currentcolour scheme using a colour palette.
Connectors
SuiteCRM has a rich ecosystem of connectors with other applications available. These are not included within the SaaS offering but can be acquired post delivery.
On-Boarding
Your SuiteCRM instance can be made available within 10 minutes of ordering. If data migration, field configuration, workflow building or training services are required these can be provided as separate services.
Service Management
Method Description Included?
Email A support@ email address that directly creates a support case in our support management system and assigns the case to a support engineer.
Included
Portal Support portal access for asynchronous threaded support cases. Available at all times for issue reporting and during support hours for updates. File upload is also
supported.
Included
Telephone The support desk is available directly
between 08:00 and 17:30. The support desk is staffed by directly employed SalesAgility personnel in Scotland and the staff are SuiteCRM domain experts with outreach to the engineering and consulting teams who design and deliver solutions.
Additional Costs
Once a case has been raised it is assigned to a member of our Support Team and given a severity rating. Depending on the nature of the case it may be assigned to another
Level Description Response In Fix By Severity One Causes data corruption or
system crash or you cannot make effective use of our services
20 Minutes 24 hours from problem
confirmation
Severity Two Feature does not work as documented, no
reasonable work around exists and you have a critical need of the feature
4 Hours 2 business days from
problem confirmation
Severity Three
Feature doesn't work as documented but a reasonable work around exists or you can wait for the next release for a fix
24 Hours Identify resolution within 14
days and incorporate fixes in upcoming release.
Severity Four Information or other
request.
24 Hours Case by case basis.
During the life-cycle of the case, any updates made by our team will automatically update the individuals associated to the case. Updates will be sent via email and published to the support portal.
Our support management system is monitored by our Service Level Agreements (SLA) workflows. When a case is approaching it's resolution by time as dictated by the SLA, the issue is escalated to ensure your ticket always gets the right attention.
Aftercare
Change can be a difficult thing but at SalesAgility we want to make the process of implementing a new CRM system as smooth as possible. For each engagement SalesAgility ask that the client nominates one main champion and optional additional supporting champions. These champions will be the main points of communication within the organisation and will be responsible for reporting Bugs/Issues to SalesAgility and providing feedback on the project.
Champions will be issued a go-live pack during the project which details important information that will be helpful once the new CRM system goes live. This includes key contact details within SalesAgility.
The main champion will be contacted after project delivery as part of our aftercare programme to ensure the smooth transition to using the new CRM. During the first four weeks, SalesAgility will contact the client once a week. This will relax in the next two months to once a month and then communication plan will be drafted to suit the clients needs.
Training
SalesAgility offer bespoke training services as a separate cloud service.
Session Type
Agenda Items Max # Participants User Core • Getting Started
• Accounts Module • Activity Planning • Contacts Module • Documents Module • Homepage • User Preferences 6 Participants Sales
Specific •• Leads ModuleOpportunities Module
• Dashlet Charts
6 Participants
Service
Specific •• Cases ModuleAdvanced Open Portal
6 Participants
Campaign
Specific •• Creating Target ListsCreating Email Campaigns
• Creating Email Templates • Tracking Campaign Statistics • Creating a Bounce Handling
Account
6 Participants
Reporting • Creating a Simple List Report • Adding Conditions
• Presentation • Creating a Chart
• Exporting Reports to .csv
• Exporting Reports to Target List. • Adding Related Modules
• Taking Snapshots
6 Participants
System
Admin •• User ManagementSystem Settings
• Studio Tools
6 Participants
Workflow • Workflow Tool 6 Participants
API Training • Using the API to retrieve data from the CRM.
• Using the API to write data to the CRM.
Server Environment and Backup Specification
Our SuiteCRM SaaS offering uses the DigitalOcean to quickly launch applications. The application is hosted in their London data centre. The London data centre is
ISO27001:2005 and ISO9001 certified.
Our servers come with SSD hard drives that improve the performance of your CRM
dramatically, unlimited bandwidth and 10Gb of disk space. All servers are built on powerful Hex Core machines with dedicated ECC Ram and RAID SSD storage. The system is browser based and thus a supported browser is all that is required by the users. Expected server uptime is 99.9% with any essential maintenance scheduled out with core business hours.
A full backup of both the application and database is taken each month with incremental backups taken daily which are compressed and encrypted. Restoration can be achieved on request and will take between a couple of minutes to an hour to complete.
System Administrators can also obtain a backup of their instance and data by clicking a button found on the admin panel for their system.
SuiteCRM provides a Web Service API to read data from the CRM and write data to the CRM.
Supported Browsers
Feature List
Browser Supported Version Comments
Google Chrome 37 29 28 27 26 25 24 23 22 21 20 19 Firefox 31, 32 23 22 21
20 19 18 17 16 15 14 13 12 11 Internet Explorer
11.0 Compatibility mode not supported
10.0 Compatibility mode not supported
9.0 Compatibility mode not supported
Safari 6.0
5.1
Trial Services
A trial version of SuiteCRM SaaS can be made available on request.
Payment and Termination Terms
Services to be paid in advanced in either quarterly or yearly instalments. This Agreement will automatically renew for successive three (3) or twelve (12) month terms unless cancelled in writing by you at least 30 days prior to the termination date.
We will then do a final backup of your data and application and pro-rata refund the unused portion of the term.
